Create a policy for Schedule Optimization

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • Create policies to promote factors like the travel time and an agent's availability. Policies determine how to optimize an agent’s schedule based on defined objectives or constraints.

    Before you begin

    Role required: wm_admin

    About this task

    Policies help achieve your optimization goals by combining objectives and constraints. Understanding your goals lets you customize optimization strategies.

    For instance, if you have 20 technicians working in a city, you can set a policy to minimize travel time. By running optimization before the day begins, tasks are organized efficiently, reducing commute time. You can adjust existing policies by adding objectives and constraints to prioritize tasks and specify criteria for task assignment groups. For more information on objectives and constraints, see Optimization features used with Schedule Optimization.

    Procedure

    1. Navigate to All > Schedule Optimization > Administration > Policies.
    2. Select New.
    3. On the policy record form, provide a name and description.
    4. Select Submit.
    5. Select the policy you created.
    6. Optional: Add a constraint.
      1. Select the Constraint tab.
      2. Select New.
      3. In the Optimization feature field, select the Lookup using list icon (Lookup using list icon.) and select the constraint to add.
      4. Select Submit.
    7. Optional: Add an objective.
      1. Select the Objective tab.
      2. Select New.
      3. In the Optimization feature field, select the Lookup using list icon (Lookup using list icon.) and select the objective to add.
      4. Select Submit.
    8. Select Update.

    Result

    You have now created a schedule optimization policy.

    What to do next

    Create a batch for Schedule Optimization.

    Add objectives to a policy

    Add objectives to the default objectives in Schedule Optimization policies to achieve additional goals.

    Before you begin

    Role required: wm_admin

    About this task

    Objectives serve as the compass that guides task prioritization in Schedule Optimization. Objectives set the goals of a Schedule Optimization policy. Each objective is weighted and Schedule Optimization prioritizes higher-numbered weights. For default settings, apply a weight of 1, and for more important factors, such as Maximizing high-priority task assignments, apply a weight of 2.The following are the default and optional objectives in Schedule Optimization.

    Default objectives
    • Maximize task assignment- Focused on ensuring as many tasks as possible are scheduled. Adds as many tasks as possible to agent schedules to maximize productivity.
    • Minimize travel time- Targeted at reducing agent travel time. Limits the travel time between tasks for all agents.
    Note:
    These objectives are default and cannot be removed from your policies.
    Optional objectives
    • Maximize High-Priority Task Assignments: Prioritizes urgent tasks.
    • Minimize Under/Over-Skilled Agent Assignments: Matches task complexity with agent skill level.
    • Minimize Truck Rolls: Limits the number of tasks per agent per shift.
    • Minimize SLA Violations: Keeps service delivery within agreed timeframes.
    • Minimize Overtime: Caps agent work hours within standard time ranges.
    • Maximize Balance in Tasks & Work Hours: Distributes tasks and hours evenly among agents.
    Note:
    Objectives are optional but act as levers, adjusting your optimization to better suit your needs. For example, if Minimize overtime is set as an objective, Schedule Optimization will try to assign tasks to agents during normal hours. If that's not possible, tasks will be assigned to agents even if it will require overtime. For a list of the objectives, see Optimization features used with Schedule Optimization.

    Procedure

    1. Navigate to All > Schedule Optimization > Administration > Policies.
    2. Select the policy.
    3. Select the Objective tab.
    4. Select New.
    5. In the Optimization Features field, select the Lookup icon (Lookup icon.) and select the objective to add.
    6. Select Submit.

    Add constraints to a policy

    Constraints are requirements for the tasks that Schedule Optimization are assigned to agents.

    Before you begin

    Role required: wm_admin

    About this task

    Constraints are added to policies and determine the criteria that need to be met for an assignment group to be assigned a task. For a list of the constraints, see Optimization features used with Schedule Optimization.

    Constraints are mandatory and tasks won't be assigned if the assignment group doesn't fit the constraint. They define the 'must-haves' for agents to even be considered for a task. Constraints are mandatory conditions embedded in policies. If an assignment group fails to meet a constraint, they're out of the running for that task. For example, if "Enable Mandatory Skills" is activated, only assignment groups with agents possessing the required skills will be considered for task assignments.

    Procedure

    1. Navigate to All > Schedule Optimization > Administration > Policies.
    2. Select the policy.
    3. Select the Constraint tab.
    4. Select New.
    5. In the Optimization Features field, select the Lookup icon (Lookup icon.) and select the constraint to add.
    6. Select Submit.